Software Support Manager jobs in Newport News, VA

Responsibilities/Main Activities

Hexagon Enterprise Asset Management (EAM) is looking for a Software Consultant based in New Zealand to join our team!

Responsibilities:

• Works as part of a global team to support customers by troubleshooting and resolving technically complex support issues related to Hexagon Solutions and their interfaces to meet organizational goals.
• Regularly interacts with solution development and ownership teams to investigate problems, discuss and document design issues, and provide customer feedback.
• Possesses strong interpersonal skills and effectively communicates with internal and external stakeholders.
• Accurately documents support activities and outcomes, as well as maintains knowledge base.
• Develops strong proficiencies in Customer Relationship Management systems.
• Maintains adherence to customer service level objectives.
• Develops technical documents, instructions, and training for internal and external purposes.
• Keeps updated on current Hexagon solution portfolio through training and sprint reviews.
• May conduct customer training or work on presales and service activities when required.
• Perform technical tasks in support of Asset Management application for Asset Lifecycle Management. 
• Develop competencies across the "Asset Lifecycle Intelligence" division solution portfolio.
• Have a strong understanding of both software support principles and competencies in general software administration.
• Develop industry knowledge to build growing working relationships with customers.
• Work under moderate supervision with latitude for independent judgement.

Qualifications and Experience Required

Qualifications:

• Bachelor’s degree/equivalent in Engineering, Mathematics or Physics.

Overview

Hexagon is looking for Software Consultant to join our team in India who has an interest in assisting clients with complex troubleshooting and problem solving. The Support Engineer will act as a forerunner in resolving customer issues on the Hexagon Enterprise Asset Management application. The applicant will be a critical member of the product support team in improving customer satisfaction and enhancing product functionality. Support engineers are expected to exceed the expectations of support clients by maintaining a can-do attitude, resolving technical issues in a timely manner, providing diligent follow-up communication, and becoming subject matter experts for Hexagon products.

HxGN EAM is an industry-leading asset management solution designed to extend asset lifecycles and improve productivity. Its wide range of risk, condition, and reliability-based maintenance instruments, and applied technologies like AI and ML can deliver accurate, trusted data and strategic insights to drive better decision-making while ensuring policy compliance.

Hexagon is a global leader in sensor, software and autonomous solutions. Hexagon’s Asset lifecycle Intelligence division empowers its clients to transform unstructured information into a smart digital asset to visualize, build and manage structures and facilities of all complexities, ensuring safe and efficient operation throughout the entire lifecycle.